Compliments and complaints
We believe that all complaints, concerns and compliments are valuable feedback. They help us to learn from your experiences and improve our services. We always share feedback with our team members.
Giving your feedback
We believe it is important to hear patients’ views on services they have received. You can make your voice heard by taking part in surveys, such as the GP survey, when you get the opportunity
We also find out what patients think through other feedback tools, such as the Friends and Family Test. The information we gather is key to helping people working in the NHS to make improvements where necessary. Positive feedback helps too because it provides a morale boost for hard-working practice staff.
Via this independent website - Care Opinion is an online patient feedback platform for health and social care. It offers patients and carers an easy way to anonymously and securely share their experiences and feedback with their healthcare provider. Healthcare staff can listen, gain insight, respond, and act on the feedback, improving patient experience. It also gives trusts the chance to recognise staff who are going above and beyond in the treatment of patients.
https://www.careopinion.org.uk/
How to complain about The Museum Practice
We are very sorry if you’re unhappy with any of our services. Our aim is to listen, investigate and learn.
Let us know the issue and it’s best if you can do this at the time the issue takes place, so that we can resolve it with you as soon as possible.
You can complain in person, or you can contact our team using the contact details below. Please write “Complaint” in the subject line of your email.
Contact details
Webform: Use our online form
Telephone: 0207 405 2739
Investigating complaints
To help us investigate your complaint, please give us as much information as possible.
Including:
- Your full name and your email or home address, including your postcode
- Your date of birth
- A contact phone number in case we need to contact you for more information
- A clear description of what you want to complain about and when it happened
- Any relevant correspondence
We do our best to acknowledge all complaints within 3 working days. We’ll investigate the complaint and send you our findings within 30 working days. We’ll let you know our findings, including any changes we’ll make as a result of our investigation.
If for any reason we cannot reply to you within 30 working days, we’ll do our best to let you know as soon as possible:
- That our response will be late
- The reason for the delay
- When we will get back to you
What to do if you’re not happy with our response
If you’re still not satisfied, you can ask for an internal appeal. Please do this within 20 working days from when you received your written response.
Please send us a clear, detailed description of your complaint in writing via our Webform, remembering to tick the box that this is “Stage 2” feedback, and explain why you were not satisfied with our original response.
Your complaint will then enter the second stage of our process.
How to complain to NHS England
You can complain to our ICB ( changing April 2026) if you feel you do not want to complain to us.
North Central London Integrated Care System NCL ICB
Email: nclicb.complaints@nhs.net
Telephone: 020 4515 1448),
Post: Complaints Team, 2nd Floor, Laycock PDC, Laycock St, London, N1 1TH
Complaints must be made within 12 months of an incident.
If you need support to make a complaint you can contact NHS Complaints Advocacy at VoiceAbility.
Telephone: 0300 303 1660
Email: helpline@voiceability.org
Web: www.nhscomplaintsadvocacy.org
How to complain to the PHSO
If you’re unhappy with the result of your complaint from GP at Hand, or from NHS England, you can appeal to the Parliamentary and Health Service Ombudsman (PHSO). They investigate complaints about the NHS in England.
Make sure that you send your appeal to the PHSO within 12 months from the date of the complaint.
Address: The Health Service Ombudsman for England, Millbank Tower, Millbank London SW1P 4QP
Telephone: 0345 015 4033
Textphone: 0300 061 4298
Email: phso.enquiries@ombudsman.org.uk
Web: www.ombudsman.org.uk
How to complain for someone else
If you want to complain on behalf of someone else, we need to know that you have the patient’s permission to do so. We’ll need a note in writing from them unless they’re unable to provide one due to illness or disability.
We’ll send this consent form to the patient when we receive the complaint.
The patient will have 20 working days from when they receive the consent form to give their consent.
Send other feedback
You can also fill in a patient feedback form on this website.